User Experience within the Company

I’ve been thinking a lot about user experience and what it means to a company. Facebook and Netflix have both endured the wrath of its users these past few weeks. Scott Davis of Forbes.com recently wrote a piece on how important it is for a company to know its customers.

Did Anyone Raise Their Hand at Facebook and Netflix?

On the flip side of user experience, I’m interested in the conversations that occur within a company. I’m thinking about how a company explains its changes to the internal staff.

What explanations are given to the everyday 9-5 folks? What words were spoken in the Facebook and Netflix meetings?

This is where company morale plays a key role. If morale is high and if folks feel that management will listen to them, then the 9-5er is more likely to say something.

However, if the company has made it clear in the past that such suggestions are not welcome, then almost certainly no one will speak up- lest they join the pariah of the month club.

This is also where user experience and competitive research matters. If you listen to your customers, they will tell you what makes them happy, unhappy or – the absolute worst they’ll just leave without explanation. Competitive research tells you what options are available to the customer.

Frankly, the thoughts and actions that consume your 9-5 business life are after thoughts in the mind of your customers. There are always options.

_____________________________________________________________________________________

Johann Lohrmann
All things Media
www.johannlohrmann.com

Read Scott Davis' piece on Forbes.com. What Facebook Can Learn From Netflix When Disrupting the User Experience.
Photo Courtesy of David Castillo Dominici / FreeDigitalPhotos.net
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